This particular job had all the hallmarks of having to deal with incompetent suppliers and overcoming any problems along the way. It is not in the nature of Top Mark Carpets to leave a job unfinished or with disgruntled clients.
The reason we decided to include this job in our case studies was to firstly show that things do go wrong on occasion but also to show that we deal with any problems in a polite, understanding and professional way.
The customers first came into Top Mark Carpets‘ show room in late 2013. They were looking for a wood floor for their large living room and entrance hall to the house. After a lot of discussions about the choice of material and most importantly, colour and finish of the wood flooring, the process began.
Unfortunately, when the wood flooring was delivered to Top Mark Carpets, it was found to be nothing like the sample… not even remotely close. As most people in this business know, natural wood can, on occasion, have a slight variation in colour and appearance, but this was out of control!
Think ordering a light oak only to be delivered a walnut finish… not good.
After to-ing and fro-ing for two weeks with the manufacturer, it was decided that there “may” be a problem with the manufacturing of this particular product so it was back to square one with our customer.
We were seriously unimpressed with the situation and worked incredibly hard to resolve the issue professionally and get back on track with the job in hand. To cut a long story short, we researched and found another wood flooring that matched perfectly to the original and proceeded to fit and complete the job.
The customer was over the moon with the end product and even ordered more flooring for other rooms in their house:
So as you can see, when problems arise, Top Mark Carpets take it on the chin, get it sorted and get the job done.